The following information provides guidance for line managers to manage absence cases within the iTrent Case Management module, focusing on both short-term and long-term absences.
Absence case stages: Both long-term and short-term absences follow defined stages including multiple Supporting Attendance Meetings, a Management Review Meeting, an Appeal Against Dismissal, and Closing, these stages have critical due dates in long-term absence cases.
Progressing and updating cases: Cases should be progressed to the next stage only after completing the current one, with relevant notes and attachments added. Position references, return-to-work dates, and next action dates must be updated as applicable.
Absence management responsibilities: Line managers are responsible for timely case progression, adding comprehensive notes, uploading relevant documentation, updating case details, and ensuring cases meet due dates, with explanations for any delays.
Weekly reports are generated to flag when employee records trigger short- or long-term absences that require investigation. The HR development team upload the data generated by the report to iTrent to initiate an absence case.
The two triggers that define absence reports and cases that are managed in Case Management are:
Long term absence: 28 calendar days of continuous absence
Short-term absence: 4 or more absences within the rolling twelve-month absence period
For additional information on absence triggers and managing absence cases please refer to the Absence Policies and Procedures
When an Absence Case is created in iTrent an email notification is sent to the Line Manager to advise there is a new absence case. On receipt of this notification you can log in to iTrent to view the case details. The case will appear on the dashboard with an allocated Absence Advisor.
This information provides step-by-step guidance for managers the examples used are for illustrative purposes, please ensure any details you add to your cases are accurate and specific to that case.
Some patterns of absence don’t fit neatly into the long- or short-term category and some employees may meet triggers in both categories. Most cases which are not continuous sickness absence can be dealt with using the process for short term absence. If you are unsure which process to follow, please discuss any concerns with HR before arranging any meetings.
Long-term absence cases are time sensitive, therefore each stage of a long-term absence case is allocated a due date. Please ensure the case is managed within these dates whenever possible. if there are extenuating circumstances when the case cannot managed within the allocated time frame ensure an explanation is provided (by adding a note) for reporting and auditing purposes.
Email notification
When you are assigned the role of Case Manager to a new case you will receive the following email notification:
If, during any stage of the case process, the case status becomes overdue you will receive the following email notification:
Login to your iTrent account using the HROnline webpage.
Access your iTrent login as a manager and select Case Manager from the drop-down menu then login.
- A summary of the cases is displayed in the green status bar.
- The case number and the employee name is listed on the left-hand side of the screen.
- Status buttons indicate which cases are open, flagged, overdue, raised within the last week, closed this week.
Use the filter function to search for specific case types etc.
To access a case click on the text in the column ‘Structure item 3.
Use the sort menu to sort cases as required.
When an absence case is overdue, you will receive an email notification. You can view the Stage due date in the Case Management home page.
Absence cases are split into stages based on the timeframes stated in HR policies and procedures. Please ensure each stage is completed within the due date, add a note explaining any delay in completing the stage.
The stages for short-term absences are:
- First Supporting Attendance Meeting
- Second Supporting Attendance Meeting
- Management Review Meeting
- Final Supporting Attendance Meeting
- Appeal Against Dismissal
The final stage is Closing when the case is closed.
The stages for long-term absences are:
Informal supporting attendance meeting
- First Supporting Attendance Meeting
- Second Supporting Attendance Meeting
- Management Review Meeting
- Final Supporting Attendance Meeting
- Appeal Against Dismissal
The final stage is Closing when the case is closed.
- Click on the Case Title to navigate back to the Case Management dashboard
- Case type will be absence for absence cases
- Case sub type: can be either long – term or short-term for absence cases
- Case additional sub type: not applicable
- Raised date: the first date of the absence
- Current stage: indicates the active stage of the absence process
- Reported by: not applicable
- Case Owner: Line manager
- Adviser: added by HR when the case is raised.
- Outcome: This will be updated when the case is concluded and closed.
- Next action date: will update if a manager or HR enter an action date for a meeting etc.
Before you add any notes or make changes in a case change the case status to In Progress.
- The Case status of an unopened case is (New).
- Click on the three dots to access the case options menu.
- Select Change Case Status.
- Select In Progress
- Click Save
The case status will update (In Progress). If you do not update the case status you will continue to receive email notifications of the new case.
It is important to ensure the position reference is correct in the case you are managing. Employees may have multiple roles in the council. Each role has a unique position reference number which must relate to the position the case is dealing with.
- Click Add UDF Details.
- Enter the six digit position reference number The position reference number can be found in the notes section – it is uploaded by HR when the case is created.
- OH appointment date: leave blank
- Dismissal date: leave blank
- Click Save
- Use the toggle arrow to hide / show the case headings to view all current notes.
- Click the three dots and select add note.
- Type your note in the note field.
- Click the add note icon to save your note.
- Once saved the note is date and time stamped.
- To edit a note click on the pencil icon, update your note then click the save icon to save your changes.
- The edited note is updated. A date and time stamp appears with the updated details.
Click on the three dots and select Add attachments.
In the Add Attachment window:
- Type in the document title
- Select Case Management Documents from the drop-down menu.
- Use the Choose files to search for the document you would like to attach.
- Click Save to add the attachment.
Your Attached document appears in the note section.
If you inadvertently add the incorrect attachment, hover over the attachment and use the delete icon to remove it – the system will generate a message ‘Deleted attachment’ note.
If an employee has more than one role you may need to share the case with another manager.
- Click on the 3 dots to open the case status menu.
- Select Sharing from the case status menu.
- In the sharing Case window click the spyglass to search for the manager details you would like to add to the case.
- Search for the manager using their forename, personal reference, surname or user name. Specify the search details in the drop-down menu.
- Click the username once to add them to the sharing list then close the User search window.
- Add another manager (if required) by using the spyglass etc.
- To delete a manager from the sharing list click on their name then click the delete button.
- Click Save to update the case.
- Click on the three dots to access the case options menu.
- Select UDF Details.
- Enter the Return to Work date.
- Click Save.
Before a case is progressed to the next stage ensure the current stage is completed. Check all relevant information has been added as a note or attachment. Add a summary note (if required) to summarise the steps taken within the current stage. If an earlier stage requires an update this can be done; however, when you navigate back to a closed stage in a long-term absence the system updates the due dates of the subsequent stages which should be avoided whenever possible.
Click Next stage to progress the absence case to the next Stage. Update this and subsequent stages with the relevant notes and attachments as required following the Due Date of each stage and the case progress.
At the end of the short or long-term absence process cases can be closed for four reasons:
Long-term cases
- Capability dismissal
- Employee resigned
- Ill health early retirement
- Redeployment
- Returned to Work
Short– term cases
- Capability dismissal
- Employee resigned
- Ill health early retirement
- No further review
- Redeployment
- Click the three dots to access the Options menu.
- Select Close case.
Select the outcome of the case from the drop-down menu.
Click Save to close the case.
The Case record status changes to Closed.